Poor customer and complaints services

Hi, I’ve had an issue with additional data being removed with out notification. Unaware this had happened I was recently charged a series of top up over a number of days. Since 28 May I have been contacting customer services who have either not listened or have been unwilling and unable to deal with my issues. I asked for it to be escalated to a Supervisor and then complaints Teams but not received the call back promised. Today I have rang twice and was told I would receive a call back within 30 mins. I’m still waiting. Is or has anyone else experienced changes in plans without notification followed by very poor customer and complaints services? If I don’t receive a response I will be taking this further!

When I call, the guys are nice enough on the phone, but they do not know anything. They want to help but have no knowledge, training or support materials.

I agree. They are also very good at giving an answer that they know you want to hear knowing full well nothing will happen.

I finally got through to the complaints department, I’ve even sent back to them information they should have on my account! They promised to call back before the end of the day and one day on, I’ve heard nothing!

i read through their complaints policy which refers to the communications ombudsman but no information on how to contact the ombudsman!

It’s one false promise after another, lack of care and failure to deal with an issues that is very simple. I’m so very dissatisfied and disappointed!